Customer Experience Improvement Lead

Are you a motivated, driven person, who is looking for a role where you can lead change initiatives designed to improve the customer experience? This role may be for you

About nib | Ko Wai Mātou- Free health, life, income protection insurance + discounts for family- Join a supportive and dedicated team where you can develop and enhance your career- Great offices located in Auckland’s CBD- Hybrid work environment with the flexibility to work from home and the office- An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents- Short term incentive programme

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance. We believe the 'status quo is death' - we admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our ‘future state’ strategy. _Ehara i te toa takitahi_ (success is not achieved alone) - you will be joining a collaborative, innovative and driven team.

About the role | He Aha Te Tūranga

We’re looking for a Customer Experience Improvement Lead to join our team. In this role, you will be responsible for improving the experiences of our members, health partners and financial advisors, as well as helping to deliver more efficient ways of working across our organisation. You’ll be responsible for:
- Leading systematic journey re-design and the design/deployment of complex initiatives to address customer (Customer, Provider, Advisor) and internal team pain-points.- Collaborating with internal teams to ensure that a Design Thinking approach is taken with the development of digital initiatives (ie led with “desirability” perspective).- Using the CX journey framework & tools to further embed a customer-led culture.- Developing, maintaining and deploying CX methodologies and tools across the organisation.

About you | Ko Wai Koe

You are a confident communicator who has customer experience knowledge and a good understanding of customer journey mapping. We want someone that is results orientated with a proven track record of delivering business improvement initiatives. In addition to this, your skills will include:
- The ability to engage stakeholders at all levels. This role will be managing difficult situations and influencing effectively without direct authority. Strong interpersonal skills are key.- You must be a team player who is able to engage, motivate and build relationships and inspire others, and be passionate about championing a strong customer centric culture.- You’ll have a degree or suitable experience in a related discipline.
- We embrace an inclusive working environment. _We are LGBTTQIA+, disability and neurodiverse inclusive,_ and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility and education are valued to reflect the diversity of the communities in which we operate._
- nib promotes distributed working for all employees, and encourages both working remotely and in the office. Our new normal requires an appropriate workspace and reliable internet to work remotely. Talk to us to see how we can make this work for you._
- All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment._